Senior Mortgage Customer Service Manager

n3 Recruitment
14 Apr 2018
21 May 2018
Contract Type
Full Time

This role offers the right candidate a great opportunity with Magallen Homeloans, a progressive and forward-thinking specialist mortgage business that distributes via the financial intermediary channel, in a market that is currently undergoing phenomenal growth.

The Senior Customer Service Manager will take responsibility for leading and managing the teams responsible for end-to-end mortgage processing. This exciting role offers the successful candidate an exceptional opportunity to lead and grow a team whilst influencing the future of the company’s operational plans.

Knowledge or experience of mortgage underwriting, the UK regulated mortgage environment and the mortgage processing lifecycle is essential. Excellent communication and stakeholder-management skills, alongside the ability to prioritise and work under pressure are also essential. There will be many changing priorities so the successful candidate will be able to demonstrate an ability to strategically evaluate conflicting priorities, anticipate future problems and deliver solutions.

We are looking to deliver a best-in-class service proposition to our customers and intermediary partners; therefore deep experience of delivering outstanding customer outcomes and/or redesigning processes to improve the customer journey would be a significant advantage.

Key responsibilities of the role:

  • Work collaboratively with all stakeholders to develop and manage the business processes and associated service levels to ensure an excellent customer journey.

  • Drive ongoing efficiencies whilst identifying, monitoring and mitigating risks.

  • Lead, manage and develop the mortgage processing teams to deliver an excellent customer journey.

  • Ensure current processes are challenged and suggest improved ways of working across the business.

  • Identify and manage change within the mortgage business.

  • Work with the compliance teams to monitor and develop the oversight controls to ensure consistent delivery of good outcomes for customers.

  • Develop, analyse and monitor MI reports to identify trends.

  • Manage third party relationships to ensure service levels, controls and governance are maintained.

Support the development and implementation of new systems and processes into the business.

Please note that due to the volume of CVs we receive we are only able to contact candidates who have been short-listed for interview.

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